Head of Cabin Crew Inflight Services

Key Responsibilities

• Lead and ensure the highest standards of Safety, Security, and Regulatory Compliance across all Cabin Operations, in line with regulatory bodies and company requirements.
• Champion a safety-first culture, ensuring adherence to all safety procedures, security protocols, and emergency readiness standards.
• Oversee Cabin Crew performance management, driving productivity, discipline, and consistent application of policies and procedures.
• Establish a high-performance, customer-centric culture, embedding Caring, Warm, and Friendly service across all operations.
• Ensure consistent delivery of exceptional onboard customer experience, aligned with flyadeal s brand and service standards.
• Lead operational excellence and standardization across all bases, ensuring consistency, efficiency, and compliance.
• Monitor and drive operational KPIs including OTP, attendance, reporting compliance, and crew productivity.
• Manage Cabin Crew welfare and engagement, ensuring a supportive environment and addressing wellbeing, counselling, and personal support needs.
• Oversee and ensure crew accommodation standards, maintaining safe, secure, clean, and comfortable living conditions.
• Develop and manage the Cabin Services budget, ensuring effective cost control and optimal resource allocation.
• Drive financial performance, including cost management of catering, uniforms, accommodation, and supplier contracts.
• Own and optimize inflight commercial performance, including onboard sales, ancillary revenue, and customer satisfaction.
• Identify customer pain points and convert them into service improvements and revenue opportunities.
• Manage and oversee third-party suppliers and partnerships, ensuring quality, compliance, and cost efficiency.
• Track and review commercial and operational performance of catering and inflight services.
• Collaborate with Marketing, Customer Experience, Operations, and other stakeholders to ensure alignment of all service initiatives.
• Ensure full compliance of documentation, communication, and reporting systems with regulatory and internal standards.
• Anticipate operational risks and implement proactive solutions to prevent escalation and ensure business continuity.
• Lead digital transformation and process improvement initiatives within Cabin Services (e.g., reporting systems, performance tracking).
• Drive continuous improvement, innovation, and benchmarking to maintain competitive advantage.
• Oversee profit and loss (P&L) of inflight products and ancillaries, including expense management and invoice approvals.
• Bachelor s degree in any related field.
• Minimum 10+ years experience in Cabin Crew out of which minimum 3 years experience in an inflight services senior managerial level in airline and customer service.
• Cabin Crew workforce regulations.
• Aviation regulation.
• Coaching and Mentoring.
• Customer orientation skills and hospitality.
• Conflict management.
• Procurement acumen.
• Well-developed communication and interpersonal skills.
• Strategic thinking.
• Change orientation.
• Management and Leadership skills.
• Judgement and problems solving.
• Influencing and negotiation.